CN114881739A

CN114881739A - Order event processing method and device, electronic equipment and storage medium

Info

Publication number: CN114881739A
Application number: CN202210579373.3A
Authority: CN
Inventors: 冯梓桐
Original assignee: Beijing Jingdong Zhenshi Information Technology Co Ltd
Current assignee: Beijing Jingdong Zhenshi Information Technology Co Ltd
Priority date: 2022-05-25
Filing date: 2022-05-25
Publication date: 2022-08-09

Abstract

The disclosure provides an order event processing method and device, electronic equipment and a storage medium, which can be applied to the technical field of intelligent logistics. The order event processing method comprises the following steps: under the condition that the order event to be processed is determined to meet the order closing condition, inputting event information of the order event to be processed into a monitoring model, wherein the monitoring model comprises a preset order closing rule, the preset order closing rule is used for representing the mapping relation between preset event elements and an order closing mode under various preset event types, and the event information comprises the event types representing the order event to be processed and the information of the event elements; outputting a target order form mode matched with the to-be-processed order event by using the monitoring model based on the event information of the to-be-processed order event and a preset order form rule; and executing the order closing operation of the order event to be processed according to the target order closing mode.

Description

Order event processing method and device, electronic equipment and storage medium

Technical Field

The present disclosure relates to the field of intelligent logistics technologies, and in particular, to a method, an apparatus, a device, a medium, and a program product for processing an order event.

Background

With the development of e-commerce, logistics customer service needs to face a large number of customer complaints/consultation events. At present, when a large number of customer complaints/consultation events are handled by logistics customer service, the customer service generally depends on manual checking and identification of corresponding process nodes and manual selection of customs declaration and confirmation operation with customers, the mode has high dependence on manual operation, manpower waste is caused, and errors in operation processes are easy to occur in manual checking and identification operation, so that customer experience is influenced.

Disclosure of Invention

In view of the above, the present disclosure provides an order event processing method, apparatus, device, medium, and program product.

In one aspect of the present disclosure, an order event processing method is provided, including: under the condition that the order event to be processed is determined to meet the order closing condition, inputting event information of the order event to be processed into a monitoring model, wherein the monitoring model comprises preset order closing rules, the preset order closing rules are used for representing the mapping relation between preset event elements and an order closing mode under various preset event types, and the event information comprises the event types representing the order event to be processed and the information of the event elements; outputting a target order form mode matched with the to-be-processed order event by using the monitoring model based on the event information of the to-be-processed order event and a preset order form rule; and executing the order closing operation of the order event to be processed according to the target order closing mode.

According to the embodiment of the disclosure, the event information comprises event flow information and customer service processing information; the method for outputting the target order form matched with the to-be-processed order event by utilizing the monitoring model based on the event information of the to-be-processed order event and the preset order form rule comprises the following steps: determining a target event type of the order event to be processed based on the event flow information by using the monitoring model, and determining a target event element of the order event to be processed based on the event flow information and the customer service processing information; and outputting a target order form mode matched with the order event to be processed by using the monitoring model according to the type of the target event, the element of the target event and a preset order form rule.

According to an embodiment of the present disclosure, determining the target event type of the pending order event based on the event flow information includes: determining the target event type of the order event to be processed as the claim settlement event type under the condition that the order event to be processed contains the claim settlement process according to the event process information; and under the condition that the to-be-processed order event does not contain the claim process according to the event process information, determining that the target event type of the to-be-processed order event is the logistics event type.

According to an embodiment of the present disclosure, wherein determining the target event element of the to-be-processed order event based on the event flow information and the customer service processing information comprises: under the condition that the target event type is determined to be the claim event type, determining that the target elements of the order event to be processed comprise a claim confirmation mode and a claim payment mode according to the customer service processing information; and under the condition that the target event type is determined to be the logistics event type, determining that the target elements of the order event to be processed comprise the process state of the target process nodes according to the event process information, wherein the target process nodes are associated with the customizable order conditions.

According to an embodiment of the present disclosure, further comprising, prior to determining that the pending order event satisfies the customizable conditions: receiving current process state information of an order event to be processed in real time; and determining whether the order event to be processed meets the order closing condition or not according to the current flow state information and a preset monitoring rule.

According to the embodiment of the present disclosure, the preset monitoring rule includes: a target process node type satisfying a customizable condition; determining whether the order event to be processed meets the order closing condition or not according to the current process state information and the preset monitoring rule comprises the following steps: and under the condition that the type of the current process node of the order event to be processed is determined to be in the range covered by the type of the target process node according to the current process state information, determining that the order event to be processed meets the order closing condition.

Another aspect of the present disclosure provides an order event processing apparatus including an input module, an output module, and an execution module.

The monitoring module is used for inputting event information of the order event to be processed into a monitoring model under the condition that the order event to be processed is determined to meet the order closing condition, wherein the monitoring model comprises a preset order closing rule, the preset order closing rule is used for representing the mapping relation between preset event elements and order closing modes under various preset event types, and the event information comprises the event types representing the order event to be processed and the information of the event elements; the output module is used for outputting a target order closing mode matched with the to-be-processed order event based on the event information of the to-be-processed order event and a preset order closing rule by using the monitoring model; and the execution module is used for executing the order closing operation of the order events to be processed according to the target order closing mode.

According to the embodiment of the disclosure, the event information comprises event flow information and customer service processing information; the output module includes a first determination unit and an output unit.

The first determining unit is used for determining the target event type of the order event to be processed based on the event flow information by using the monitoring model, and determining the target event element of the order event to be processed based on the event flow information and the customer service processing information; and the output unit is used for outputting a target order form mode matched with the order event to be processed according to the type of the target event, the element of the target event and a preset order form rule by using the monitoring model.

According to an embodiment of the present disclosure, wherein the determining unit includes a first determining subunit and a second determining subunit.

The first determining subunit is configured to determine that the target event type of the order event to be processed is the claim settlement event type when it is determined that the order event to be processed includes the claim settlement process according to the event process information; and the second determining subunit is used for determining that the target event type of the order event to be processed is the logistics event type under the condition that the order event to be processed does not contain the claim process according to the event process information.

According to an embodiment of the present disclosure, wherein the determining unit includes a third determining subunit and a fourth determining subunit.

The third determining subunit is configured to determine, according to the customer service processing information, that the target element of the order event to be processed includes a claim settlement confirmation manner and a claim settlement manner, when the target event type is determined to be the claim settlement event type; and a fourth determining subunit, configured to determine, according to the event flow information, that the target element of the to-be-processed order event includes a flow state of a target flow node, where the target flow node is associated with a customizable order condition, when it is determined that the target event type is the logistics event type.

According to the embodiment of the disclosure, the device further comprises a receiving module and a determining module.

The receiving module is used for receiving the current flow state information of the order event to be processed in real time before the order event to be processed is determined to meet the order closing condition; and the determining module is used for determining whether the order event to be processed meets the order closing condition or not according to the current flow state information and the preset monitoring rule.

According to the embodiment of the present disclosure, the preset monitoring rule includes: a target process node type satisfying a customizable condition; the determining module comprises a second determining unit, and is used for determining that the order event to be processed meets the order closing condition under the condition that the type of the current process node of the order event to be processed is determined to be in the range covered by the target process node type according to the current process state information.

Another aspect of the present disclosure provides an electronic device including: one or more processors; a memory for storing one or more programs, wherein the one or more programs, when executed by the one or more processors, cause the one or more processors to perform the above order event processing method.

Another aspect of the present disclosure also provides a computer-readable storage medium having stored thereon executable instructions that, when executed by a processor, cause the processor to perform the above order event processing method.

Another aspect of the present disclosure also provides a computer program product comprising a computer program which, when executed by a processor, implements the above order event processing method.

According to the embodiment of the disclosure, by executing the order event processing method, the monitoring model can output the target order closing mode matched with the order event to be processed based on the event information of the order event to be processed and combining with the preset order closing rule, so that the automatic determination of the order closing mode and the automatic monitoring and identification of the logistics process are realized, the node monitoring of the order is realized by the system, the manual checking/identification of the order closing mode is not needed, a large number of links needing manual checking and identification are reduced, the manpower waste is avoided, the identification precision is improved, and the whole-process monitoring high-concurrence processing of the order event is realized.

According to the embodiment of the disclosure, further, in the monitoring model, through abstracting out the event elements closely related to the actual order-closing scene, the adaptive monitoring order-closing rule is formulated according to different clue types, the rule logic of the order-closing rule accords with the objective rule in the logistics scene, and the determined order-closing mode has practicability and referential property. In addition, all the customs clearance node elements and corresponding customs clearance modes, customs clearance dialects and the like all realize background customized configuration, so that customs clearance rules can be flexibly configured according to actual conditions to meet personalized requirements of customers and improve customer experience.

Drawings

The foregoing and other objects, features and advantages of the disclosure will be apparent from the following description of embodiments of the disclosure, which proceeds with reference to the accompanying drawings, in which:

FIG. 1 schematically illustrates an application scenario diagram of an order event processing method, apparatus, device, medium and program product according to an embodiment of the disclosure;

FIG. 2 schematically illustrates a flow chart of an order event processing method according to an embodiment of the present disclosure;

FIG. 3 schematically illustrates a flow chart of an order event processing method according to another embodiment of the present disclosure;

fig. 4 schematically shows a block diagram of the order event processing apparatus according to the embodiment of the present disclosure; and

fig. 5 schematically shows a block diagram of an electronic device adapted to implement the order event processing method according to an embodiment of the present disclosure.

Detailed Description

Hereinafter, embodiments of the present disclosure will be described with reference to the accompanying drawings. It should be understood that the description is illustrative only and is not intended to limit the scope of the present disclosure. In the following detailed description, for purposes of explanation, numerous specific details are set forth in order to provide a thorough understanding of the embodiments of the disclosure. It may be evident, however, that one or more embodiments may be practiced without these specific details. Moreover, in the following description, descriptions of well-known structures and techniques are omitted so as to not unnecessarily obscure the concepts of the present disclosure.

The terminology used herein is for the purpose of describing particular embodiments only and is not intended to be limiting of the disclosure. The terms "comprises," "comprising," and the like, as used herein, specify the presence of stated features, steps, operations, and/or components, but do not preclude the presence or addition of one or more other features, steps, operations, or components.

All terms (including technical and scientific terms) used herein have the same meaning as commonly understood by one of ordinary skill in the art unless otherwise defined. It is noted that the terms used herein should be interpreted as having a meaning that is consistent with the context of this specification and should not be interpreted in an idealized or overly formal sense.

Where a convention analogous to "at least one of A, B and C, etc." is used, in general such a construction is intended in the sense one having skill in the art would understand the convention (e.g., "a system having at least one of A, B and C" would include but not be limited to systems that have a alone, B alone, C alone, a and B together, a and C together, B and C together, and/or A, B, C together, etc.).

When the logistics customer service deals with a large number of customer complaints/consultation events, the related technology depends on the customer service to manually check and identify corresponding process nodes and manually select the customs clearance confirmation operation with the customers. The mode is highly dependent on manual operation, so that manpower is wasted, errors in operation flow easily occur in manual checking and identification operation, and customer experience is influenced.

In view of this, the present invention provides an order event processing method, which focuses on various states of the waybill/claim letter, and according to the policy closing rule formulated according to the operation flow, when the waybill/claim letter reaches a policy closing node meeting the specification, closes the event, and outputs a corresponding policy closing mode according to the policy closing rule.

The order event processing method of the embodiment of the disclosure comprises the following steps:

under the condition that the order event to be processed is determined to meet the order closing condition, inputting event information of the order event to be processed into a monitoring model, wherein the monitoring model comprises a preset order closing rule, the preset order closing rule is used for representing the mapping relation between preset event elements and an order closing mode under various preset event types, and the event information comprises the event types representing the order event to be processed and the information of the event elements;

outputting a target order form mode matched with the to-be-processed order event by using the monitoring model based on the event information of the to-be-processed order event and a preset order form rule;

and executing the order closing operation of the order event to be processed according to the target order closing mode.

According to the embodiment of the disclosure, the monitoring model can output the target order closing mode matched with the order event to be processed based on the event information of the order event to be processed and combined with the preset order closing rule, so that the automatic determination of the order closing mode and the automatic monitoring and identification of the logistics process are realized, the node monitoring of the order is realized by the system, the manual checking/identification of customer service is not needed for the order closing determination, a large number of links needing manual checking and identification are reduced, the manpower waste is avoided, the identification precision is improved, and the whole-process monitoring high-concurrency processing of the order event is realized.

Fig. 1 schematically illustrates an application scenario diagram of an order event processing method, apparatus, device, medium, and program product according to embodiments of the present disclosure.

As shown in fig. 1, the application scenario 100 according to this embodiment may include

terminal devices

101, 102, 103, a network 104, and a server 105. The network 104 serves as a medium for providing communication links between the

terminal devices

101, 102, 103 and the server 105. Network 104 may include various connection types, such as wired, wireless communication links, or fiber optic cables, to name a few.

The user may use the

terminal devices

101, 102, 103 to interact with the server 105 via the network 104 to receive or send messages or the like. The

terminal devices

101, 102, 103 may have installed thereon various communication client applications, such as shopping-like applications, web browser applications, search-like applications, instant messaging tools, mailbox clients, social platform software, etc. (by way of example only).

The

terminal devices

101, 102, 103 may be various electronic devices having a display screen and supporting web browsing, including but not limited to smart phones, tablet computers, laptop portable computers, desktop computers, and the like.

The server 105 may be a server providing various services, such as a background management server (for example only) providing support for websites browsed by users using the

terminal devices

101, 102, 103. The backend management server may analyze and process the received data such as the user request, and feed back a processing result (for example, a web page, information, or data obtained or generated according to the user request) to the terminal device.

In the application scenario of the embodiment of the present disclosure, when the logistics customer service processes a large number of customer complaints/consultation events, the logistics customer service may use the

terminal devices

101, 102, and 103 to send a request to the server 105 through the network 104, so as to obtain a policy making mode matched with the to-be-processed order event. The server 105 responds to the user request, executes the order event processing method of the embodiment of the present disclosure, outputs an order mode matched with the to-be-processed order event based on the event information of the to-be-processed order event and a preset order rule by using the monitoring model, and executes an order confirmation operation of the to-be-processed order event according to the order mode, such as an intelligent outbound call, or sending a short message or a workstation prompt, to complete a final confirmation operation with the client.

It should be noted that the order event processing method provided by the embodiment of the present disclosure may be generally executed by the server 105. Accordingly, the order event processing device provided by the embodiment of the present disclosure may be generally disposed in the server 105. The order event processing method provided by the embodiment of the present disclosure may also be executed by a server or a server cluster that is different from the server 105 and is capable of communicating with the

terminal devices

101, 102, 103 and/or the server 105. Accordingly, the order event processing apparatus provided by the embodiment of the present disclosure may also be disposed in a server or a server cluster different from the server 105 and capable of communicating with the

terminal devices

101, 102, 103 and/or the server 105.

It should be understood that the number of terminal devices, networks, and servers in fig. 1 is merely illustrative. There may be any number of terminal devices, networks, and servers, as desired for implementation.

The order event processing method according to the embodiment of the present disclosure will be described in detail below with reference to fig. 2 to 5 based on the scenario described in fig. 1.

FIG. 2 schematically shows a flow chart of an order event processing method according to an embodiment of the present disclosure.

As shown in fig. 2, the order event processing method of this embodiment includes steps S201 to S203.

In step S201, when it is determined that the order event to be processed satisfies the customizable condition, inputting event information of the order event to be processed into a monitoring model, where the monitoring model includes a preset customizable rule, where the preset customizable rule is used to represent a mapping relationship between event elements and customizable modes under various preset event types, and the event information includes information representing event types and event elements of the order event to be processed;

in step S202, outputting a target order closing mode matched with the to-be-processed order event by using the monitoring model based on the event information of the to-be-processed order event and a preset order closing rule;

in step S203, the order closing operation of the to-be-processed order event is executed according to the target order closing manner.

According to an embodiment of the present disclosure, the pending order event may be a claim event, a logistics event, or other customer service event, etc. of the pending order.

According to the embodiment of the disclosure, the order closing operation is triggered only on the premise that the order closing condition is met by the order event to be processed, and the meeting of the order closing condition can be that the event flow is carried out to the flow node capable of executing the order closing operation.

According to the embodiment of the disclosure, the event information of the to-be-processed order includes information representing an event type and an event element of the to-be-processed order event, the information representing the event type includes, for example, an event classification identifier, an event name, and the like, and the information representing the event type may also be event flow information, for example, which event nodes are included in the event flow, so as to further determine the event type according to the event node information.

According to an embodiment of the disclosure, the event element may be a key element having an important relevance to the order form of the event, for example, the key element having an important relevance to the order form of the order claim event may include a claim settlement confirmation way and a claim settlement way; the key elements having important relevance to the order-closing mode of the order logistics event can include the logistics state of the order-closing node and the like.

Further, according to an embodiment of the present disclosure, the information characterizing the event element may be specific order information corresponding to the event element, for example, the information corresponding to the event element-claim payment method may be claim by way of a coupon, claim by way of deduction, claim by way of making a money to a bank card, or the like. The information corresponding to the event element-claim settlement confirmation mode can be confirmed by telephone recording, electronic confirmation, and the like; the information corresponding to the event element-logistics state of the customs clearance node may be due delivery, completion of acquisition, and the like.

According to the embodiment of the present disclosure, the order closing mode may include a plurality of preset modes, for example, the final order closing confirmation operation is completed with the customer by means of intelligent outbound call, or sending a short message or workstation prompt.

According to the embodiment of the disclosure, the monitoring model can output a target order closing mode matched with the order event to be processed based on the event information (event type and event element) of the order event to be processed and in combination with a preset order closing rule. The preset order-closing rule is used for representing the mapping relation between the preset event elements and the order-closing mode under different preset event types. The preset policy rule may be an association mapping rule predefined under a plurality of different event types, one association mapping rule exists under each event type, and the association mapping rules under different event types may be different. For example, in the event of order claim, the mapping relationship between the first type of event element and the order closing mode may be used, in the event of order logistics, the mapping relationship between the first type of event element and the order closing mode may be used, and in the event of customer service, the mapping relationship between the third type of event element and the order closing mode may be used.

According to the embodiment of the disclosure, due to the fact that node monitoring of order events and the last step of confirmation work between the order events and clients before order closing exist problems of manpower waste and easy recognition errors if manual checking/recognition is carried out by customer service, automatic monitoring and recognition can be achieved by establishing a monitoring model, all the node monitoring of orders are achieved by a system, manual checking/recognition of order closing confirmation is not needed, a large number of links needing manual checking and recognition are reduced, manpower waste is avoided, recognition accuracy is improved, and whole-process monitoring high-concurrence processing of order events is achieved.

According to an embodiment of the present disclosure, the event information includes event flow information and customer service processing information. The event flow information may be which event nodes are included in the event flow to further determine the event type based on the event node information. The customer service processing information may be claims payment means (e.g., claims by coupon, claims by deduction, claims by debit card), claims confirmation means (e.g., confirmation by voice recording, confirmation by electronic confirmation), etc.

Based on the above, the method for outputting the target order form matched with the to-be-processed order event by using the monitoring model based on the event information of the to-be-processed order event and the preset order form rule comprises the following steps:

firstly, determining the event type and the target event element of the order event to be processed based on the event information of the order event to be processed in the monitoring model.

Specifically, the target event type of the pending order event may be determined based on the input event flow information, such as: determining the target event type of the order event to be processed as the claim settlement event type under the condition that the order event to be processed contains the claim settlement process according to the event process information; and under the condition that the to-be-processed order event does not contain the claim process according to the event process information, determining that the target event type of the to-be-processed order event is the logistics event type.

Specifically, in the monitoring model, target event elements of the pending order event may be determined based on the event flow information and the customer service processing information, such as: under the condition that the target event type is determined to be the claim settlement event type, determining target elements of the order event to be processed to comprise a claim settlement confirmation mode and a claim settlement mode according to the customer service processing information; when the target event type is determined to be the logistics event type, determining that the target element of the order event to be processed comprises the process state of the target process node according to the event process information, wherein the target process node is associated with the customizable order condition, for example, when the event process is carried out to the process node capable of executing customizable order operation, the customizable order node is determined to be the target process node.

And then, outputting a target order mode matched with the order event to be processed according to the type of the target event, the element of the target event and a preset order rule.

The above scenario may be that, for each event in each event type, a target order mode matched with the to-be-processed order event is output according to order rules in different event types. The intelligent outbound call platform, the short message platform and the like can be used for technical support, the intelligent outbound call, the short message sending or the working platform is started to remind the customer service and the client to finish final confirmation (namely whether goods are really received, claim settlement money is printed, and the balance of an account number is paid attention to, and the like), and the automatic closing action of the event ticket is finished.

And for each event under the claim event type, outputting a target statement mode of each event according to the statement rule related to the claim event. The policy rule related to the claim event may be a mapping relationship between claim event elements (event elements include a claim confirmation mode and a claim payment mode) and a policy mode. For example, the target policy way of outputting each event may be: on the premise that the event flow is carried out to the customable order node (the claim is finished), under the condition that the claim payment mode is the claim payment through a coupon mode and the claim confirmation mode is the confirmation through the telephone recording mode, the customable order output mode is the mode of sending a short message to finish the final order closing confirmation operation with the client. For example, the target policy way of outputting each event may be: under the premise that the event flow is carried out to the customs clearance node (to-be-settled bill generation), under the condition that the claim payment mode is a deduction mode, and the claim settlement confirmation mode is confirmation through a telephone recording mode, the customs clearance output mode is a mode of reminding through a workbench and the final order closing confirmation operation is completed by the client. For example, the target policy manner of outputting each event may be: on the premise that the event flow is carried out to the customs clearance node (to be confirmed by the merchant), under the condition that the claim payment mode is the claim payment in a deduction mode and the claim settlement mode is the confirmation mode through electronic confirmation, the customs clearance output mode is the final order closing confirmation operation completed with the customer in a short message mode.

And aiming at each event in the type of the logistics event, outputting a target order closing mode of each event according to an order closing rule related to the logistics event. The order-closing rule related to the logistics event may be a mapping relationship between a logistics event element (the event element includes a flow state of an orderable node) and an order-closing mode.

For example, the target policy way of outputting each event may be: on the premise that the event process is carried out to the single closing node (the appropriate delivery), the output single closing mode is to complete the final order closing confirmation operation with the client in a short message sending mode according to the process state of the single closing node, namely the appropriate delivery. For example, the target policy way of outputting each event may be: on the premise that the event flow is carried out to the customable node (collection completion), the collection completion is carried out according to the flow state of the customable node, and the output customable mode is to complete the final order closing confirmation operation with the client in an intelligent outbound mode.

According to the embodiment of the disclosure, in the monitoring model, the event elements closely related to the actual order closing scene are abstracted, the corresponding monitoring order closing rules are formulated according to different thread types and different thread elements, all the order closing node elements and the corresponding order closing modes, order closing techniques and the like all realize background customized configuration, and based on the basis of background configuration, when the customer service front end is operated, the specific order closing modes can be flexibly switched according to the condition of communication with the customer, so that the individual requirements of the customer are met, and the customer experience is improved. The operation utilizes the monitoring model, each event is mapped to a corresponding unique customs policy mode according to the configured customs policy rule, and the corresponding platform is called to close the customer service event after the customer service event is confirmed by the customer.

According to the embodiment of the disclosure, because the customer service may have personalized requirements on the final confirmation link in the communication with the customer (for example, the customer requires no call, only short message sending, or vice versa), in the process design, in consideration of the situation, when the model is configured, a plurality of customs clearance modes (one of which is a default mode) can be configured, and the customer service can freely switch the customs clearance mode through a front-end page according to the specific communication situation with the customer, so as to meet the customized requirements of the customer.

According to the embodiment of the disclosure, the order closing operation is triggered only on the premise that the order closing condition is met by the order event to be processed, and the meeting of the order closing condition can be that the event flow is carried out to the target flow node capable of executing the order closing operation. Based on this, the method further includes, before determining that the pending order event satisfies the customizable condition, determining whether the event proceeds to the target process node, i.e., whether the customizable condition is satisfied.

FIG. 3 schematically shows a flow chart of an order event processing method according to an embodiment of the present disclosure.

As shown in fig. 3, the method may specifically include:

first, current flow state information of an order event to be processed is received in real time, where the current flow state information may be a real-time push message from an upstream logistics system, and when the order event progresses to each flow node or the flow state changes, the upstream logistics system sends the current flow state information to the processing system in real time, for example, the current event flow runs to a collecting node, a paid node, a delivered node, and the like.

And then, determining whether the order event to be processed meets the order closing condition or not according to the current flow state information and a preset monitoring rule. Wherein, the preset monitoring rule may be: the target process node types that satisfy the conditions of the customizability include which types. For example, for each event in the claim settlement event type, the target process nodes that satisfy the customizable declaration conditions and are specified by the preset monitoring rules may include that the claim payment is completed, the to-be-settled bill is generated, the to-be-confirmed merchant is confirmed, the to-be-paid merchant is paid, the to-be-checked financial affairs are performed, and the like; for example, for each event under the claim event type, the preset monitoring rule specifies that the target process nodes meeting the condition of the policy can include, deal with, completion of package, and the like.

Specifically, determining whether the order event to be processed meets the order closing condition according to the current process state information and the preset monitoring rule comprises the following steps: and under the condition that the type of the current process node of the order event to be processed is determined to be in the range covered by the type of the target process node according to the current process state information, determining that the order event to be processed meets the order closing condition. For example, when the current node of the order event hits one of the process nodes of completed, to-be-settled bill generation, to-be-confirmed by the merchant, to-be-paid, including, put, pick, etc., the to-be-processed order event can be considered to satisfy the customable bill condition.

According to the embodiment of the disclosure, the real-time flow state information of the event sent by the upstream logistics system is monitored in real time, and when the state of the event is changed and meets the customizable order condition, the monitoring model is triggered and utilized to output the customizable order mode matched with the order event to be processed, so that the automatic real-time monitoring of the system is realized, the manpower is saved, the flow node type closely associated with the event customizable order condition is specified through the preset monitoring rule, the customizable order node is conveniently and accurately grasped, and the event is timely closed when the event reaches the customizable order node meeting the specification through focusing on various states of the waybill/claim letter, so that the user experience is improved.

And then, under the condition that the order event to be processed is determined to reach the order closing node and meet the order closing condition, determining the event type and the target event element of the order event to be processed based on the event information of the order event to be processed. Specifically, the method comprises the following steps: under the condition that the to-be-processed order event is determined to contain the claim settlement process according to the event process information, determining that the target event type of the to-be-processed order event is the claim settlement event type, and determining that the target elements of the to-be-processed order event comprise a claim settlement confirmation mode and a claim settlement payment mode according to the customer service processing information; and under the condition that the to-be-processed order event does not contain the claim process according to the event process information, determining that the target event type of the to-be-processed order event is the logistics event type, and determining that the target element of the to-be-processed order event comprises the process state of the customable order node according to the event process information.

And finally, outputting a closing order mode matched with the order event to be processed based on a closing order rule configured in the monitoring model according to the type of the target event, the element of the target event and a preset closing order rule. Specifically, for each event under the claim event type, a target policy form of each event can be output according to the policy rule (mapping relationship between the claim event elements and the policy form) related to the claim event. For each event in the type of the logistics event, a target policy form mode of each event can be output according to a policy form rule (a mapping relation between logistics event elements and policy form modes) related to the logistics event, for example, a customer service and a client are reminded to complete final confirmation (namely whether goods are really received, claim money is paid and account balance is paid for attention) through an intelligent outbound call, a short message or a workbench, and an event form closing action is completed automatically.

Based on the order event processing method, the disclosure also provides an order event processing device. Fig. 4 schematically shows a block diagram of the order event processing apparatus according to the embodiment of the present disclosure; the apparatus will be described in detail below with reference to fig. 4.

As shown in fig. 4, the order event processing apparatus 400 of this embodiment includes an input module 401, an output module 402, and an execution module 403.

The input module 401 is configured to input event information of the to-be-processed order event into the monitoring model when it is determined that the to-be-processed order event meets the customizable order condition, where the monitoring model includes a preset customizable order rule, where the preset customizable order rule is used to represent a mapping relationship between preset event elements and customizable order modes under various preset event types, and the event information includes information representing event types and event elements of the to-be-processed order event;

an output module 402, configured to output, by using the monitoring model, a target order closing mode matched with the to-be-processed order event based on the event information of the to-be-processed order event and a preset order closing rule;

the executing module 403 is configured to execute a policy closing operation for the to-be-processed order event according to the target policy closing mode.

According to the embodiment of the disclosure, because the node monitoring of the order event and the last step confirmation work with the client before the order closing are carried out, if the order event is checked/identified by the customer service staff, the problems of manpower waste and easy identification error exist.

According to the embodiment of the disclosure, the event information comprises event flow information and customer service processing information; the output module 402 includes a first determination unit and an output unit.

The first determining unit is used for determining the target event type of the order event to be processed based on the event flow information by using the monitoring model, and determining the target event element of the order event to be processed based on the event flow information and the customer service processing information;

and the output unit is used for outputting a target order form mode matched with the order event to be processed according to the type of the target event, the element of the target event and a preset order form rule by using the monitoring model.

The first determining subunit is configured to determine that the target event type of the order event to be processed is the claim settlement event type when it is determined that the order event to be processed includes the claim settlement process according to the event process information;

and the second determining subunit is used for determining that the target event type of the order event to be processed is the logistics event type under the condition that the order event to be processed does not contain the claim settlement flow according to the event flow information.

The third determining subunit is configured to determine, according to the customer service processing information, that the target element of the order event to be processed includes a claim settlement confirmation manner and a claim settlement manner, when the target event type is determined to be the claim settlement event type;

and the fourth determining subunit determines, according to the event flow information, that the target element of the to-be-processed order event includes a flow state of a target flow node, where the target flow node is associated with a customizable order condition, when the target event type is determined to be the logistics event type.

The receiving module is used for receiving the current flow state information of the order event to be processed in real time before the order event to be processed is determined to meet the order closing condition;

and the determining module is used for determining whether the order event to be processed meets the order closing condition or not according to the current flow state information and the preset monitoring rule.

According to the embodiment of the present disclosure, the preset monitoring rule includes: a target process node type satisfying a customizable condition;

the determining module comprises a second determining unit, and is used for determining that the order event to be processed meets the order closing condition under the condition that the type of the current process node of the order event to be processed is determined to be in the range covered by the target process node type according to the current process state information.

According to the embodiment of the present disclosure, any plurality of the input module 401, the output module 402, and the execution module 403 may be combined and implemented in one module, or any one of them may be split into a plurality of modules. Alternatively, at least part of the functionality of one or more of these modules may be combined with at least part of the functionality of the other modules and implemented in one module. According to an embodiment of the present disclosure, at least one of the input module 401, the output module 402, and the execution module 403 may be implemented at least partially as a hardware circuit, such as a Field Programmable Gate Array (FPGA), a Programmable Logic Array (PLA), a system on a chip, a system on a substrate, a system on a package, an Application Specific Integrated Circuit (ASIC), or may be implemented in hardware or firmware by any other reasonable manner of integrating or packaging a circuit, or in any one of three implementations of software, hardware, and firmware, or in any suitable combination of any of them. Alternatively, at least one of the input module 401, the output module 402 and the execution module 403 may be at least partially implemented as a computer program module, which when executed may perform a corresponding function.

FIG. 5 schematically illustrates a block diagram of an electronic device adapted to implement an order event processing method according to an embodiment of the present disclosure.

As shown in fig. 5, an electronic device 500 according to an embodiment of the present disclosure includes a processor 501 that can perform various appropriate actions and processes according to a program stored in a Read Only Memory (ROM)502 or a program loaded from a storage section 508 into a Random Access Memory (RAM) 503. The processor 501 may comprise, for example, a general purpose microprocessor (e.g., a CPU), an instruction set processor and/or associated chipset, and/or a special purpose microprocessor (e.g., an Application Specific Integrated Circuit (ASIC)), among others. The processor 501 may also include onboard memory for caching purposes. Processor 501 may include a single processing unit or multiple processing units for performing different actions of a method flow according to embodiments of the disclosure.

In the RAM 503, various programs and data necessary for the operation of the electronic apparatus 500 are stored. The processor 501, the ROM 502, and the RAM 503 are connected to each other by a bus 504. The processor 501 performs various operations of the method flows according to the embodiments of the present disclosure by executing programs in the ROM 502 and/or the RAM 503. Note that the programs may also be stored in one or more memories other than the ROM 502 and the RAM 503. The processor 501 may also perform various operations of method flows according to embodiments of the present disclosure by executing programs stored in the one or more memories.

According to an embodiment of the present disclosure, electronic device 500 may also include an input/output (I/O) interface 505, input/output (I/O) interface 505 also being connected to bus 504. The electronic device 500 may also include one or more of the following components connected to the I/O interface 505: an input portion 506 including a keyboard, a mouse, and the like; an output portion 507 including a display such as a Cathode Ray Tube (CRT), a Liquid Crystal Display (LCD), and the like, and a speaker; a storage portion 508 including a hard disk and the like; and a communication section 509 including a network interface card such as a LAN card, a modem, or the like. The communication section 509 performs communication processing via a network such as the internet. The driver 510 is also connected to the I/O interface 505 as necessary. A removable medium 511 such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, or the like is mounted on the drive 510 as necessary, so that a computer program read out therefrom is mounted into the storage section 508 as necessary.

The present disclosure also provides a computer-readable storage medium, which may be contained in the apparatus/device/system described in the above embodiments; or may exist separately and not be assembled into the device/apparatus/system. The computer-readable storage medium carries one or more programs which, when executed, implement the method according to an embodiment of the disclosure.

According to embodiments of the present disclosure, the computer-readable storage medium may be a non-volatile computer-readable storage medium, which may include, for example but is not limited to: a portable computer diskette, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing. In the present disclosure, a computer readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device. For example, according to embodiments of the present disclosure, a computer-readable storage medium may include ROM 502 and/or RAM 503 and/or one or more memories other than ROM 502 and RAM 503 described above.

Embodiments of the present disclosure also include a computer program product comprising a computer program containing program code for performing the method illustrated in the flow chart. When the computer program product runs in a computer system, the program code is used for causing the computer system to realize the order event processing method provided by the embodiment of the disclosure.

The computer program performs the above-described functions defined in the system/apparatus of the embodiments of the present disclosure when executed by the processor 501. The systems, apparatuses, modules, units, etc. described above may be implemented by computer program modules according to embodiments of the present disclosure.

In one embodiment, the computer program may be hosted on a tangible storage medium such as an optical storage device, a magnetic storage device, or the like. In another embodiment, the computer program may also be transmitted, distributed in the form of a signal on a network medium, downloaded and installed through the communication section 509, and/or installed from the removable medium 511. The computer program containing program code may be transmitted using any suitable network medium, including but not limited to: wireless, wired, etc., or any suitable combination of the foregoing.

In such an embodiment, the computer program may be downloaded and installed from a network through the communication section 509, and/or installed from the removable medium 511. The computer program, when executed by the processor 501, performs the above-described functions defined in the system of the embodiments of the present disclosure. The systems, devices, apparatuses, modules, units, etc. described above may be implemented by computer program modules according to embodiments of the present disclosure.

In accordance with embodiments of the present disclosure, program code for executing computer programs provided by embodiments of the present disclosure may be written in any combination of one or more programming languages, and in particular, these computer programs may be implemented using high level procedural and/or object oriented programming languages, and/or assembly/machine languages. The programming language includes, but is not limited to, programming languages such as Java, C + +, python, the "C" language, or the like. The program code may execute entirely on the user computing device, partly on the user device, partly on a remote computing device, or entirely on the remote computing device or server. In the case of a remote computing device, the remote computing device may be connected to the user computing device through any kind of network, including a Local Area Network (LAN) or a Wide Area Network (WAN), or may be connected to an external computing device (e.g., through the internet using an internet service provider).

The flowchart and block diagrams in the figures illustrate the architecture, functionality, and operation of possible implementations of systems, methods and computer program products according to various embodiments of the present disclosure. In this regard, each block in the flowchart or block diagrams may represent a module, segment, or portion of code, which comprises one or more executable instructions for implementing the specified logical function(s). It should also be noted that, in some alternative implementations, the functions noted in the block may occur out of the order noted in the figures. For example, two blocks shown in succession may, in fact, be executed substantially concurrently, or the blocks may sometimes be executed in the reverse order, depending upon the functionality involved. It will also be noted that each block of the block diagrams or flowchart illustration, and combinations of blocks in the block diagrams or flowchart illustration, can be implemented by special purpose hardware-based systems which perform the specified functions or acts, or combinations of special purpose hardware and computer instructions.

Those skilled in the art will appreciate that various combinations and/or combinations of features recited in the various embodiments and/or claims of the present disclosure can be made, even if such combinations or combinations are not expressly recited in the present disclosure. In particular, various combinations and/or combinations of the features recited in the various embodiments and/or claims of the present disclosure may be made without departing from the spirit or teaching of the present disclosure. All such combinations and/or associations are within the scope of the present disclosure.

The embodiments of the present disclosure have been described above. However, these examples are for illustrative purposes only and are not intended to limit the scope of the present disclosure. Although the embodiments are described separately above, this does not mean that the measures in the embodiments cannot be used in advantageous combination. The scope of the disclosure is defined by the appended claims and equivalents thereof. Various alternatives and modifications can be devised by those skilled in the art without departing from the scope of the present disclosure, and such alternatives and modifications are intended to be within the scope of the present disclosure.

Claims

1. An order event processing method, comprising:

under the condition that the order event to be processed is determined to meet the customizable condition, inputting event information of the order event to be processed into a monitoring model, wherein the monitoring model comprises a preset customizable rule, the preset customizable rule is used for representing the mapping relation between preset event elements and customizable modes under various preset event types, and the event information comprises the event types and the event elements representing the order event to be processed;

outputting a target order closing mode matched with the to-be-processed order event by using the monitoring model based on the event information of the to-be-processed order event and the preset order closing rule; and

and executing the order closing operation of the to-be-processed order event according to the target order closing mode.

2. The method of claim 1, wherein the event information includes event flow information and customer service handling information;

the outputting a target order form matched with the to-be-processed order event by using the monitoring model based on the event information of the to-be-processed order event and the preset order form rule comprises:

determining the target event type of the order event to be processed based on the event flow information and determining the target event element of the order event to be processed based on the event flow information and the customer service processing information by using the monitoring model;

and outputting a target order form mode matched with the order event to be processed according to the type of the target event, the element of the target event and the preset order form rule by using the monitoring model.

3. The method of claim 2, wherein the determining a target event type for the pending order event based on the event flow information comprises:

determining that the target event type of the order event to be processed is a claim settlement event type under the condition that the order event to be processed contains the claim settlement process according to the event process information; and

and under the condition that the to-be-processed order event does not contain the claim settlement process according to the event process information, determining that the target event type of the to-be-processed order event is the logistics event type.

4. The method of claim 2, wherein said determining a target event element of the pending order event based on the event flow information and the customer service handling information comprises:

under the condition that the target event type is determined to be a claim settlement event type, determining that the target elements of the order event to be processed comprise a claim settlement confirmation mode and a claim settlement payment mode according to the customer service processing information; and

and under the condition that the target event type is determined to be the logistics event type, determining that the target element of the order event to be processed comprises the process state of a target process node according to the event process information, wherein the target process node is associated with the customizable order condition.

5. The method of claim 1, prior to said determining that a pending order event satisfies customizable conditions, further comprising:

receiving the current flow state information of the order event to be processed in real time;

and determining whether the order event to be processed meets the order closing condition or not according to the current flow state information and a preset monitoring rule.

6. The method of claim 5, wherein the preset monitoring rule comprises: the target process node type meeting the customizable condition;

the determining whether the order event to be processed meets the order closing condition according to the current flow state information and a preset monitoring rule comprises the following steps:

and determining that the order event to be processed meets the order closing condition under the condition that the type of the current process node of the order event to be processed is determined to be in the range covered by the target process node type according to the current process state information.

7. An order event processing apparatus comprising:

the system comprises an input module, a monitoring module and a processing module, wherein the input module is used for inputting event information of an order event to be processed into the monitoring model under the condition that the order event to be processed is determined to meet a customizable order condition, the monitoring model comprises a preset customizable order rule, the preset customizable order rule is used for representing the mapping relation between preset event elements and customizable order modes under various preset event types, and the event information comprises the information representing the event types and the event elements of the order event to be processed;

the output module is used for outputting a target order closing mode matched with the to-be-processed order event based on the event information of the to-be-processed order event and the preset order closing rule by using the monitoring model; and

and the execution module is used for executing the order closing operation of the to-be-processed order event according to the target order closing mode.

8. An electronic device, comprising:

one or more processors;

a storage device to store one or more programs,

wherein the one or more programs, when executed by the one or more processors, cause the one or more processors to perform the method of any of claims 1-6.

9. A computer readable storage medium having stored thereon executable instructions which, when executed by a processor, cause the processor to perform the method of any one of claims 1 to 6.

10. A computer program product comprising a computer program which, when executed by a processor, implements a method according to any one of claims 1 to 6.